Contact Data Analytics | Axim Global
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Contact Data Analytics™

Unlock the potential of your Customer Journey data

Unlock the potential of your Avaya CMS ECH data

Contact centers generate massive amounts of historical data. Making that data work for your organization requires specialized analytics skills and manipulation...until now. Introducing Axim’s Contact Data Analytics™ service.

Introducing Contact
Data Analytics™

Contact Data Analytics™ is a subscription-based cloud reporting service that converts your contact center data streams into carefully curated reports built with the typical business user in mind.

Built on the powerful Axim Analytics™ framework, Contact Data Analytics™ converts historical customer journey data into valuable business insight that previously required costly custom reports, a PhD in analytics, or a solution-specific database expert. Contact Data Analytics™ provides customers with a reporting solution that transforms historical data feeds into expert-curated reports that provide insight on repeat callers, transfers, conferences, abandons, and overall call history.

Users export their historical data into Axim's cloud-based service (hosted on Amazon Web Services) using Secure FTP, and then access both the tabular data and pre-configured reports, including:

  • Summary Dashboard – Provides overview graphics of key data and links to associated reports.
  • Call History Report – Shows key data on a per segment basis.
  • Transfer Report - Provides customers with a report of the transfers within the specified date/time range.
  • Conference Report – Displays conferences within the specified date/time range.
  • Call Termination Report – Shows whether the call was terminated by the agent or by the caller.
  • Agent Answered Calls Report – Displays a count of incoming calls within a specified date/time range that are answered by an agent.
  • Agent Originated External Calls Report – This report will display a count of calls within a specified date/time range that are originated by an agent to an off-switch destination.
  • Frequent Caller Report – This report provides a count of the number of times a call is received from an ANI during a specified period.
  • Abandon Calls Report - This report will display a count of calls that abandon within a specified date/time range for the disposition VDN.

Contact Data Analytics™ documents your customers' experience via end-to-end call reporting, replacing manufacturer-specific products and annual maintenance with a subscription-based cloud service that presents reports in business context.

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Enabled by Axim Analytics

Contact Data View™ is enabled by Axim Analytics, Axim’s foundational data analytics and AI framework. It’s a powerful engine that helps you and us ingest, process and visualize data such that it can provide the required business insights. Axim Analytics is a unique and powerful stack that powers both our own data analytics and machine learning applications.

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See Contact Data Analytics™ in action!

Click the link below to schedule a live demo of Contact Data Analytics™ or subscribe to the service.

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